Operations Associate - Estonia at Penfold

Hi, we’re Penfold - We are on a mission to build the pension of the future! 🚀

The UK pension industry is full of traditional pension providers that have outdated products and poor customer service. Penfold is dragging the pension industry out of the dark ages with a platform that is built on modern technology. We’re demystifying pensions, to make them universally accessible, engaging, and exciting so we can help everyone save enough for later life.
 

Right now we’re still a small team, but we’re well-funded with over £15 million in funding and growing rapidly. The company has been very successful, and is going through a big growth phase - we’ve been signing multiple customers, and we have over 50,000 users and 100s of workplace clients.

Our team is focused on building an amazing pension experience for our savers - creating a world where everyone is confidently saving. As one of our first 60 employees, you’ll have a say in defining our culture and you’ll have opportunities for progression and learning.

The role

We are looking for an empathetic, proactive, and hard-working person to join us. You'll be part of busy eight-person customer operations team.

Our operations team is the glue that holds the business together, covering both customer support and all of the back end processes that are essential to keeping our customers happy.

This role will be dedicated to keeping our operational processes running with high speed and efficiency. Having successful, efficient processes is pivotal for our business success, customer satisfaction and one of our key focuses! 

You will be integrated into our rapidly growing operations team meaning you'll be part of running, defining and streamlining our processes and best practices, so that we can continue to deliver a high-quality service as our business grows. 

Our business and our operations team are rapidly growing and therefore the responsibilities within this role will keep adapting, and there are huge progression opportunities.

We are accepting students/graduates/entry-level candidates as well as those with more experience.

Here’s some of the stuff you’ll be doing:

• Initially, you will be responsible for performing a broad range of operational tasks.
  • The tasks will be made up of data-entry work, record-keeping, reconciliation, system management and using your initiative to ensure the processes run super efficiently and smoothly!
  • The tasks require a high level of attention to detail and speed.
• You will be working closely with other members of your team including team members who will be more customer-focused.
• You sometimes may need to be communicating with customers, building a 5-star customer experience as you work on customer-driven processes
• You will need to be constantly optimising the operational processes, thinking from first principals to ensure we are building an efficient, scalable operational engine!

About you: 

• You’re located in Tallinn, Estonia and have a right to work in Estonia - at the moment we are not able to provide VISA sponsorships
• Your verbal and written English skills are excellent 
• You will need to be a fast learner: able to quickly learn how to use new systems and follow processes and able to quickly adapt to process changes
• You will need to be able to work at speed but also be extremely accurate in your work
• You will need to be able to use your initiative and common sense to spot when things are wrong, notice patterns, and work out when to escalate these to your manager.
• You are constantly thinking of how you could work in a more efficient way and you can work with your manager to implement changes to processes
• You can work collaboratively with other teams from across the business, including the engineering and product team when optimising processes.
• Be highly organised with strong attention to detail
• Be enthusiastic, motivated, and eager to learn
• Confident when multi-tasking in a busy role, being able to think of your feet and remain calm and prioritise effectively – a fast-paced, ever-changing environment is where you thrive
• You’re a team-player and understand that having a great working culture is everyone’s responsibility, so you treat everyone with respect, you always give a helping hand.
• You love learning new things and are a fast learner
• You are proactive. You are always thinking of innovative ways to improve your own work and the whole team's performance!
• Be prepared to work hard! Ultimately, we’re looking for smart, hardworking & energetic people who get stuff done & are committed to contributing to a great team. So, if you’re excited about what we’re doing, get in touch – definitely don’t be put off if you don’t tick every box!

Our application process

• Video interview (20 min) - for us to learn more about you and your experience and why you'd like to join Penfold
• Take-Home Task (1 hour) - to assess your analytical and data skills
• First Stage Interview (45 min) with the Hiring Manager - in-depth interview about your experience and skills
• Final Stage Interview (30 min) - you’ll meet other members of the team to find out more about what it’s like working at Penfold

Our office/working hours

• We’re a remote-first business, although we have an office in London.
• Onboarding period (first 3 weeks): Monday - Friday 9am - 6pm UK Time (40 hours a week) with a 1 hour lunch - training will be provided by the UK team.
• After the onboarding period: Monday - Friday 9am - 6pm EET (40 hours a week) with a 1 hour lunch. 
• Team meetings (8 per week).
• Initially this role will be fully remote but we are planning to open a second office in Tallinn, once the office opens we will ask you to attend the office from time to time (to be confirmed).
   

Our benefits

Penfold is committed to providing a working environment where people feel empowered to do their very best work, make a big impact, and enjoy what they do. Our benefits package includes:

🤑 €1300 - €1500 per Month (before tax) -  we review salaries more than once a year to make sure you get what you deserve

💸 10% monthly bonus which you should then add to a private pension

🏝️25 days annual leave
 

🥳 We will pay for your travel expenses for you to come to the UK, for company-wide meetings and socials at least every 6 months

🌍 Remote working – we are a remote-first company
 

🖥️ Best-in-class MacBook and we will provide you with any Work From Home equipment you need

📚 Learning & Professional Development – we conduct regular 360 feedback and focus on role progression that suits each individual. We support everyone with courses, events and coaching to help everyone reach their goals
 

🤝 Hired through our talent partner Deel, your taxes are sorted so you don't need to worry

We are 100% committed to building a diverse and representative team. Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability - we want to hear from you. If you have questions about the role or the company or the interview process, please let your recruiter know and we’re happy to answer these anonymously if that makes you feel more comfortable